Sky chasing ‘debt’ over non cancelled bb service after they told me I didn’t need to do anything

PHK

dumpster_fire2025 said:

Pimms16 said:

Thank you all for your comments and suggestions.
Today I decided to have one last attempt. I lined my his and up to jump in if I was unable to u Serrano the person on the phone. Tried the two numbers I’ve been given in the past 24 hours.  And surprise surprise neither would connect me with a human unless I paid the outstanding amount. 🙄
So I decided to make this situation known to them with one final attempt on chat (having been told repeatedly that it could not be dealt with on chat and had to be by phone in spite of my deafness. But it was beginning to feel like Groundhog Day we’ve been through this so many times. 

Anyway long story short, they backed down! At last I got through to someone who actually understood what was a very simple issue. The charge has been removed and all services formally cancelled. I’m sure Sky won’t be too upset or concerned for their future stability and wellbeing to learn that we will never EVER go back to them. 

Seems awfully convenient.

The power of MSE is almost a  meme, someone posts something they've been trying to resolve. A different and contrary opinion is offered by the forum members and then mere hours later the issue is resolved. 

dumpster_fire2025

PHK said:

dumpster_fire2025 said:

Pimms16 said:

Thank you all for your comments and suggestions.
Today I decided to have one last attempt. I lined my his and up to jump in if I was unable to u Serrano the person on the phone. Tried the two numbers I’ve been given in the past 24 hours.  And surprise surprise neither would connect me with a human unless I paid the outstanding amount. 🙄
So I decided to make this situation known to them with one final attempt on chat (having been told repeatedly that it could not be dealt with on chat and had to be by phone in spite of my deafness. But it was beginning to feel like Groundhog Day we’ve been through this so many times. 

Anyway long story short, they backed down! At last I got through to someone who actually understood what was a very simple issue. The charge has been removed and all services formally cancelled. I’m sure Sky won’t be too upset or concerned for their future stability and wellbeing to learn that we will never EVER go back to them. 

Seems awfully convenient.

The power of MSE is almost a  meme, someone posts something they've been trying to resolve. A different and contrary opinion is offered by the forum members and then mere hours later the issue is resolved. 

I know. Magical, isn't it?

It's almost like they just said that because they wanted to "win" after they were told they were wrong. But it wouldn't be that, would it?

Jenni_D

I know this is (apparently) sorted now, but ... do Sky and GigaClear use different networks?

If no then Sky should have seen that their customer's connection was changed, and should have prompted a "hijack" type of response from them.

If yes then Sky would be oblivious to the change unless someone told them.

For example, I'm now with Trooli on a dedicated full fibre connection. Previously I was with BT, but I knew that the new connection used a different network so it was up to me to inform BT that the contract would cancel at the contractual termination date. (Indeed Trooli even made this clear when I started my contract with them).

dumpster_fire2025

Jenni_D said:

I know this is (apparently) sorted now, but ... do Sky and GigaClear use different networks?

If no then Sky should have seen that their customer's connection was changed, and should have prompted a "hijack" type of response from them.

If yes then Sky would be oblivious to the change unless someone told them.

For example, I'm now with Trooli on a dedicated full fibre connection. Previously I was with BT, but I knew that the new connection used a different network so it was up to me to inform BT that the contract would cancel at the contractual termination date. (Indeed Trooli even made this clear when I started my contract with them).

Sky have their own network. Their FTTC products use Openreach for the final mile, their Full Fibre products seem to use a mix of Openreach and CityFibre for the final mile.

Gigaclear operate their own network all the way into the customers premises.

Back in the day it was only the providers using BT OR that could do migrations. Anything else was a cease and reprovide that the customer had to organise. One Touch Switching is supposed to stop that, but it looks like Gigaclear don't seem to do it seamlessly.

Regardless of the OPs outcome, at best this was Gigaclears fault, at worst it was the OPs. Sky really didn't do anything wrong here.

dnpark38

dumpster_fire2025 said:

Sky have their own network. Their FTTC products use Openreach for the final mile, their Full Fibre products seem to use a mix of Openreach and CityFibre for the final mile.

For FTTP there is no final mile it is fibre all the way, at least it is here.

dumpster_fire2025

dnpark38 said:

dumpster_fire2025 said:

Sky have their own network. Their FTTC products use Openreach for the final mile, their Full Fibre products seem to use a mix of Openreach and CityFibre for the final mile.

For FTTP there is no final mile it is fibre all the way, at least it is here.

Nope.

Providers can use Openreach for the final mile if they want. There are many smaller providers who operate their entire network but Sky for example use Openreach for the final mile whilst operating the rest of the network themselves.

Edit: As confirmation of this you can look at Openreach's Generic Ethernet Access (FTTP) price list here https://www.openreach.co.uk/orpg/home/products/pricing/loadProductPriceDetails.do?data=M80QNeH46o4g6JKGD604vTypQOKfNn%2Beo6vmoVhAOBZZ6rNZujnCs99NbIKJZPD9hXYmiijxH6wrCQm97GZMyQ%3D%3D which wouldn't exist if OR "final mile" FTTP wasn't a product that you could buy as a  third party ISP.